A Consumer Guide to
Electronic and Appliance Repair
The Bureau of Household Goods and Services (BHGS) investigates violations of the Electronic and Appliance Repair Dealer Registration Law and Regulations, including sections of the Civil Code and Government Code.
BHGS regulates:
- Service dealers and the repair of major home appliances and electronic equipment used for personal or home office use; and
- The installation and repair of television and satellite antennas, auto security alarms, and automobile audio/video systems.
Complaints about the repair or installation (not the sale) of these items can be filed with BHGS. BHGS also regulates the sale and administration of protection plans, which may be offered alongside electronics and appliances.
Frequently Asked Questions
What are examples of items repaired by service dealers?
Some examples include:
- Appliances: refrigerators, freezers, washers, dryers, ovens, espresso machines.
- Electronics: televisions, personal computers, smartphones, tablets, stereos, remote-control cars, drones, fax machines and copiers for personal or home office use, electric bikes.
- Television and satellite antennas, interlock devices, auto security alarms, automobile audio/video systems.
Does the service dealer have to give me a written estimate?
Yes. Service dealers are required to give consumers the written estimate of the cost, including total price, before repairs.
What can I do about unsafe products?
The Bureau does not regulate the sale of appliances or electronics. Contact the U.S. Consumer Products Safety Commission for information.
Do I have the right to get parts back?
Yes, the service dealer is required to return all parts except for: unsafe or toxic parts (picture tubes, etc.), parts that are rebuilt on an exchange basis, or if you give the dealer a waiver on returning the parts to you.
Can a service dealer charge a trip charge, a diagnostic fee, and a repair charge?
The service dealer must quote a trip charge, if any, for each service call before it happens. The dealer can also charge a reasonable diagnostic fee to determine the problem. If you agree to the repairs, you may be charged for the actual repair work.
How many times should I let a dealer attempt to repair my unit?
While there is no specific limit, you may file a complaint with BHGS if you are unhappy with the initial repair. If you choose to have another service dealer repair the item, ask for a written statement on the invoice of what they found wrong with the first service dealer's work.
The service dealer wants to charge me more for additional repairs – can they?
The service dealer can charge for additional parts or labor if they indicate what the total repair charge will be and they get your approval (if the parts are in addition to parts they already replaced).
The service dealer is out of business. How do I recover my item(s)?
If the service dealer is licensed with BHGS, call the Department of Consumer Affairs toll-free at 1-800-952-5210 and request a complaint form. You can also file a complaint with BHGS directly. Be sure to include the model number and serial number of your item.
BHGS will attempt to assist you using our dealer registration information. If the service dealer is not registered, we will attempt to locate the service dealer and your item.
The service dealer charged me 10 times more for a part than it would cost to buy it myself – what can I do?
BHGS does not regulate the price of parts.
The service dealer damaged my floor when they repaired my item – what can I do?
File a complaint with BHGS and we will investigate. This will likely include a visit to your home.